Spyder Active Sports Reviews 65

I ordered a ski jacket from Spyder online for Canada costing me $450. Received it and the fit was too small, so I returned it on the same day and repurchased a larger size. They have the most terrible customer service for a company that is so high end and pricy. I received an email saying my return was accepted, but no word was given on a refund. So, as any customer would do, I emailed the company to follow up - and no response to my email in > 48 hours. Today, 14 days after returning the jacket, I called their customer service and they show they never received it although I have an email confirmation from spyder saying they did receive my return as well as the tracking number to confirm! They said it can take up to 30 days to issue a return of payment. In a digital age, this is insanity to charge such a large amount of money for a product that is considered high end, yet offer the lowest form of customer support. Me and my family will never purchase spyder equipment again because of this experience.

Just spoke with customer care person to cancel an order I just placed ..literally within 5 minutes and she couldn't guarantee the order would be cancelled. Claimed has to go thru email process to warehouse. She claimed she did everything possible for customer service and ended conversation with umhmm. Just terrible service. How in this day and age you place an order and make a mistake and within minutes try to cancel and they can't guarantee it!

Wore a pair of brand new and VERY expensive ski trousers for approximately 6 hours of skiing over two days. Trousers ruined below ankles where normal contact with skis made. Take a look at the last communication from Spyder after about 20 or so e mails back and forth.......Priceless

Dear Paul

Thank you for contacting us concerning your Spyder ski pant.

We have checked the pictures and unfortunately we have to refuse the warranty claim.
It looks like normal using who was happened trough ski edges and that is not a product defect.
Defects caused by third parties are not covered by warranty.

Thank you in advance for your comprehension
and kind regards

Astrid Koch | Customer Service Manager
www spyder.com
Astrid

Everyone at your end seems to be under the impression that ski trousers should not withstand any contact with the ski edge

Clearly this is not the case, curious as it may seem, my legs are joined to my feet

I think this is something that you should share with your customers before they purchase an expensive pair of trousers

Clearly that is not in your interest so I will endeavour to ensure that I create some social awareness of this myself.Lets share your responses with the ski community and let them decide

In the meantime I will take this matter up with my credit card company and instruct them to charge back

You have lost a valuable customer. I will be shopping for my ski wear elsewhere going forward

Disappointingly yours,

Paul Stevenson

I couldn't find a the hat my son wanted at retail so I ordered it online directly from Spyder. BAD decision. I ordered it December 9th. I kept checking the order status which said "in progress" until December 20th, when I decided it was now or never for Christmas delivery. Called their customer service department which had no answers but promised to email me about what was up after checking with their warehouse. A day later I received an email saying they cancelled my order. So there goes that present. I kinda hate them and their products now.

Spyder make great sports clothing, sadly that doesn't mean they run a great website. Summary, If you live in the US I'm sure you'll be OK, others should buy locally.

I was excited to find that Spyder offer free international shipping for orders over a certain amount. First I ordered a jacket to take on a ski trip with plenty of time to get it. I waited, waited, finally after 10 days contacted them to receive a reply saying, "sorry that item is out of stock - didn't we tell you? "

Frustrated I ordered another jacket and confirmed that it really was in stock with their support. I was careful to make sure the price was below the 150 euro import allowance for Europe so I'd have no customs problems.

For some reason Spyder then put a higher value on their customs declaration (I paid 147 with delivery they put ~ 165 euros), so the jacket gets caught up in customs who demand 44 euros in tax and "fees" (fees being money for them to tell me that i owe them tax).

I contact Spyder to ask them why the different price and inform them it's not been a great experience, they reply suggesting I'm lying about customs and that anyway, I should open a dispute with the tax office.

Naturally I went and bought a different jacket locally. I've given them 2 stars because their products are good, but their site and support is terrible. Having dealt with them I suspect getting warranty support will also be difficult.